Guest Relations Manager (m/w/d)

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OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

YOUR ROLE

The Guest Relations Manager is responsible for creating exceptional, deeply personalized guest experiences moments that truly feel “money can’t buy.” Acting as the primary liaison between guests and the hotel, this role anticipates individual needs with the highest level of discretion, ensuring every stay is seamless, memorable, and aligned with Rosewood’s luxury standards.

With a strong focus on detail and proactive problem-solving, the Guest Relations Manager orchestrates bespoke experiences that exceed expectations and foster lasting guest connections.

In addition, the role provides leadership to both the Concierge and Guest Services teams, with a total of six team members reporting directly. The Guest Relations Manager ensures consistent service excellence across all guest touchpoints, fostering a culture of anticipation, personalization, and genuine care.

Please note: A high level of German proficiency, both spoken and written, is essential to ensure seamless and personalized guest interactions.

HOW YOU’LL MAKE THE PLACE

* Oversee daily operations, ensuring adherence to service standards and efficient workflow.

* Observe and document guest preferences/habits to anticipate needs with utmost discretion.

* Serve as the primary point of contact for discerning international guests, overseeing reservations, special requests, and hotel orientation.

* Maintain detailed guest profiles to ensure recognition and tailored service for future visits.

* Track guest itineraries and locations daily to provide seamless, context-aware service.

* Conduct daily reviews of arrivals/departures with the Front Office team, ensuring optimal room allocations and amenity coordination.

* Monitor room cleanliness, pantries, and functionality of in-room features/hotel facilities.

* Resolve guest concerns efficiently and diplomatically, focusing on satisfaction and preventive measures.

* Collaborate with all departments to elevate the guest experience.

* Design and implement tailored training programs to enhance team skills and performance. Mentor and guide associates, fostering a culture of continuous learning and professional excellence.

* Identify individual development needs and create personalized growth plans for team members.

* Foster a culture of innovation and recognition, empowering associates to contribute creatively.

* Maintain expert-level knowledge of hotel facilities, daily activities, and local attractions.

* Promote guest interaction through visible presence in the lobby and public areas.

COULD THIS BE YOU?

* Prior experience in a similar role or within luxury hospitality is preferred.

* Fluency in German and English is preferred; proficiency in additional languages is a strong advantage.

* Ability to anticipate and understand guest needs to deliver exceptional service.

* Possesses knowledge of the Front Office systems, such as Opera Cloud.

* Passionate host with excellent manners and a high level of quality awareness

* Well organized, self-motivated, and a good team player.Strong sense of responsibility and detail-oriented approach.

* Technical affinity and hands-on mentality in solving technical challenges.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard - and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them - and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.